Taking Complaints Seriously
The Role of Informality in Complaints About Public Services
Bibliographic Data
| ID | 12715419 |
|---|---|
| Authors | Jackie Gulland (0000-0002-8236-3635, University of Stirling, corresponding author) |
| Year | 2011 |
| Volume | 10 |
| Issue | 4 |
| Pages | 483-493 |
| Publication date | 2011-08-05 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Social Policy and Society (JOURNAL) |
| Journal identifiers | ISSN: 1474-7464 • E-ISSN: 1475-3073 |
| Publisher | Cambridge University Press (CUP) (PUBLISHER) |
| DOI | 10.1017/s1474746411000236 |
| OpenAlex | W1498270117 |
| Language | EN |
| Citations received | 3 |
| References cited | 7 |
Recent discussion in the UK has focused on proportionate dispute resolution to deal with people's problems with public services. Complaints procedures, which are seen to be user-friendly and informal, have been held up as good examples of proportionate dispute resolution mechanisms. Most complaints procedures include an informal first stage where, it is argued, most complaints should be resolved but there is little research evidence about what happens at this stage. This article looks at the informal stage of complaints procedures from the perspective of social care service users and considers some of the issues raised by informality
Business · Dispute resolution · Perspective (graphical · Political science · Public involvement · Public relations · Public service · Service (business · Computer Science · Elder Abuse and Neglect · Law · Public Policy and Administration Research · Marketing
Creating Citizen-Consumers
Disability, Citizenship and Community Care
Accountability, administrative law and social work practice
The idea of proportionality in dispute resolution
Independence in complaints procedures
Accountability or Expectations Management? The Role of the Ombudsman in Financial Regulation
Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints
| Citations per year | 0.23 |
|---|---|
| Citation span | 2013 - 2026 (14) |
| Highly cited | No |